Assistant Guest Experience Manager

JOB DESCRIPTION Job Title: Assistant Guest Experience Manager Reports to: Operations Manager Direct reports: Guest Experience Ambassadors Hours: 42.5 hours per week, worked on a roster pattern that includes weekends, Bank Holidays and evenings. Late‑night and early‑morning shifts may also be required to support events. Contract: Temporary (minimum 6 months). Suitability for a permanent position will be considered at the end of the term. Annual Salary: £34,900 (pro‑rated for the duration of the temporary contract). THE PERKS 33 day’s Holiday Length of Service Benefit – additional day holiday for every year (capped at 5 years) Employer pension contribution of 5% of your annual salary Private Medical Insurance Life Assurance of 4 times your annual salary Complimentary tickets to The View ROLE PURPOSE You will play a key role within the Guest Experience team, overseeing the day‑to‑day operation of the attraction and ensuring guests receive a premium, customer‑focused service. You will lead the Front of House function, inspiring and motivating the team to deliver engaging, high‑quality experiences while supporting the growth of secondary revenue. WHO WE ARE LOOKING FOR You have a passion for delivering great service, and you are experienced in leading guest facing teams. You are a role model, a great motivator, and able to get the best out of your teams. You work well under pressure, and have the ability to manage challenging situations including accidents, incidents, and emergency situations. TO APPLY Send your CV to jobs@theviewfromtheshard.com or apply directly on LinkedIn by 21 June 2026 . To fast track your application, send us a short video introducing yourself, and letting us know why you would be perfect for the role. ABOUT US Designed by renowned architect Renzo Piano, The Shard is one of London’s most iconic skyscrapers. At 800ft high, The View from The Shard offers unrivalled 360-degree views across the city. Join our team and be part of a friendly, collaborative environment based at The Shard. You’ll work alongside passionate colleagues who are dedicated to delivering exceptional experiences, supporting one another, and creating unforgettable moments for every visitor. Together, we celebrate creativity, teamwork, and the joy of sharing London’s most breath-taking views. YOUR RESPONSIBILITIES GUEST EXPERIENCE To ensure an excellent standard of customer service is delivered by all team members by monitoring and continually seeking to improve customer service standards. To lead and motivate the team to ensure that they are undertaking their allocated tasks and responsibilities. Manage customer complaints and queries in the first instance and know when it is appropriate to escalate the complaint to a more senior manager. Demonstrate a positive presence by being alert and aware of guests, presenting yourself to the highest standard and demonstrate you are approachable. Ensure that all areas of the guest journey and the viewing galleries are maintained to the highest standards of presentation. To deputise for the Retail Manager and Operations Manager when required. COMMERCIAL AND TICKETING Oversee the operation of the ticketing and retail areas (including supporting the photo opportunity and F conduct group assessment days. Assist with a structured programme of training and systematically review/give constructive feedback to ensure that procedures and required standards of performance are made clear Effective performance and attendance management. Management of the staff rosters and day allocations. OPERATIONAL STANDARDS To frequently work Duty Manager Shifts, acting as the main point of contact regarding the daily management of the operation and responsible for the general running of the attraction. To support the Senior Management Team in adopting the role of ‘Bronze Command’ in an Incident Management Situation by implementing key decisions and instigations made by the SMT. Support the Operations team with developing a comprehensive set of Standard Operating Procedures (SOPs) relating to ticketing, retail and e-commerce and ensuring these are practiced To undertake and ensure compliance with Health, Safety and Fire procedures Assist with the preparation of emergency and evacuation procedures Instruct team members on controlling crowds - organising queues, and managing guest flow To support the retail function with system administration on an ad hoc basis. Ensure team members carry out daily checks. Coach/train team members to recognise faults/problems Ensure that all areas of the attraction are clean, safe, tidy and hazard free To work and manage out‑of‑hours events, including both ticketed and private events, ensuring effective coordination, operational readiness and on‑site support to deliver a safe, high‑quality experience for clients and guests. KEY SKILLS Experienced in managing a guest service team in a premium hospitality venue, visitor attraction or entertainment venue. Demonstrable evidence of delivering excellent customer service and maximising revenue generation. Experienced in managing large guest experience or front of house teams. Experience in operating EPOS and/or electronic ticketing systems. Experience of achieving performance objectives, particularly with regards revenue generation. Ability to motivate the team to increase sales and ensure efficiency. Ability to work effectively in a team with good leadership and motivational skills. Good knowledge and experience of providing premium customer service. Strong interpersonal skills with competence in building and maintaining effective working relationships at all levels of the organisation and with external stakeholders. Knowledge and passion for London. Knowledge and experience of implementing HR policy and procedures in the workplace, including recruitment and health